Title Page
-
Department Audited
-
Conducted on
-
Audited by
-
Names of Associate(s) Audited
Standards
-
Telephone conversations are calm and clear**
-
The guest is always asked permission before being placed on hold
-
No telephone hold is longer than 30 seconds without offering a call-back
-
Staff politely acknowledges the guest when appropriate and reasonably possible
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles and maintains an engaging expression
-
Staff makes eye contact and keeps focus on the guest
-
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful**
-
Cross-departmental channels of communication among staff are consistent and complete**
-
Staff maintains alert posture and behaves professionally in view of the guest
-
Staff can capably answer questions about the entire hotel or obtain effective and prompt assistance
-
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**
-
Staff closes interactions with a polite, appropriate remark
-
All staff encountered are wearing clean and well-fitted uniforms
-
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
-
Staff does not decline any request without offering appropriate alternatives**
-
If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology**
-
All services are handled without excessive delays
-
Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point**
-
Staff uniforms are exceptional in design and style**
-
The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles**
-
When present, exterior landscaping and grounds are notable in their design, interest and/or execution**
-
The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating**
-
If available, wireless Internet service provided in the public areas is strong and reliable**
-
The interior public areas are clean and in excellent condition**
-
The exterior public areas are clean and in excellent condition**
-
If hotel transportation is used, vehicles are clean and in excellent condition**
-
There is a strong sense of security throughout the property
-
Efforts are made to reduce single-use plastic *
-
Recycling options are readily available in public spaces *
-
Property engages in obvious environmental and community-based conservation programs *
-
If newspapers or magazines are offered, they are digital *
